FAQ
HELP & INFORMATION
Galaxy Football is committed to providing the best service to all our customers, regardless of the size of your order. If you have any questions about any of the products featured on our website or require additional information about them please do not hesitate to contact us, either by email sales@galaxyfootball.co.uk or by phone on 01772 601245
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Stock items that are not printed will be delivered within 2 working days, for orders received before 12noon. Non-stock items will be delivered within 5-10 working days. Printed and/or embroidered orders items will be 10-15 working days depending on stock availability and time of year, obviously the summer period is our busiest time for actual football kits. If you require your order for a specific date then please email us on sales@galaxyfootball.co.uk and we can confirm whether we will be able to meet your requirements.
IF YOUR ORDER IS BEING PERSONALISED …
As soon as your order is received, we will generate artwork for approval.
PRINTING
1. You will be supplied with a visual showing your print(s) on the actual garment that you have ordered.
2. This artwork will be sent by email. You should check spelling, size and colours and position of print to ensure everything is correct.
3. Once you approved this artwork by email, your order will proceed to our printing department
EMBROIDERY
1. Initially we will provide artwork, by email, to illustrate how the badge will appear
2. Once this layout is approved we will then set up the actual embroidery, any changes at this stage would then be chargeable
3. We then provide you with a free sewn out sample for approval, this will either be posted to you or can be collected from the shop.
4. Once the physical sample is approved, your garments will then be embroidered.
The quicker you can approve the artwork, means your order is less likely to be delayed. So, for example if you place an order for a Nike kit and it is all in stock we would expect to receive the order from Nike in approximately 10 working days. During this period if all your artwork is approved, it means as soon as the stock arrives then your order can keep its production slot, and therefore everything should be delivered as per the original date stated on your sales confirmation. If there is a delay in approving the artwork then, you may miss your production slot, and therefore this is likely to mean a delay to your final delivery date
IF I PLACE AN ORDER - HOW DO YOU KNOW WHAT I WANT PRINTING OR EMBROIDERING ON IT?
If you place an order online – please tick the box ‘I require printing/embroidery for this order’. We will then contact you to discuss your requirements once your order has been received. If you require embroidery and/or printing then you can also attach any artwork files, scans, photos etc to your order by ticking ‘Artwork attached’ and attach the files. Please do not worry if you do not have the files available at the time of ordering, as you can always send email them to artwork@galaxyfootball.co.uk at a later date.
PERSONALISATION GUIDE
If you place an order for any items which you have requested to be embroidered or printed then these items are classed as made to order, and cannot be exchanged or returned for a refund, unless the actual item is faulty.
Therefore in order to avoid costly mistakes please ensure
1. You order the correct size
2. The print/embroider details you provide are correct
3. You check our artwork before you approve it!
I AM E-MAILING ARTWORK – WHAT FORMAT DO YOU NEED?
We can accept most common files types including: eps, jpeg, tiff, gif and bitmap, in both PC and MAC format. If you are unsure then simply email what you have and we can advise you immediately whether it will be suitable.
PROBLEMS COMPLETING YOUR ORDER
Once we have received your order we will send you a sales confirmation and approximate delivery date. In the event that your order is going to be delayed due to stock shortages with our manufacturers/suppliers then we will notify you by email.
The order will then be placed on hold for 72 hours, if we do not get a response then the order will be deemed cancelled and we will refund any payments we have already received.
MY ORDER IS VERY URGENT - WILL YOU BE ABLE TO DO IT?
If we have the items in stock we are able to offer a 24/48 hour delivery. However, these orders will be subject to express charges which will be confirmed before we proceed with the order. If the order is being delivered to you, then express courier charges will also have to be paid.
WHAT HAPPENS IF I ORDER THE WRONG SIZE?
If you received your order and discover you have ordered the wrong size, Galaxy Football accept no charges involved in exchanging the item. However, if you contact us by email info@galaxyfootball.co.uk we will advise what you need to do. If the item has been personalised we regret that it cannot be exchanged under any circumstances. Also refer to our returns policy within our terms&conditions section
WHAT ONLINE SECURITY IS THERE ON YOUR SITE?
We do not hold any of your Personal Credit Card details when purchases are placed as you will be transferred to our Online Payment Provider - Sage Pay This system is on a secure server to help protect any information that you enter. We do actually log some information such as Name, Address, Telephone No, Email etc when you place your order. These details are kept in our online database as we need them for contact purposes and to actually send you your purchased items. We do not share any of your details with any third parties.
I WANT TO ORDER FROM THE WEBSITE BUT DON’T HAVE A CREDIT CARD – CAN I PAY BY CHEQUE?
When you get to the checkout section simply select ‘Pay by Cheque’ from the drop down menu. However, please remember that your order will not be processed until we have received the cheque and it has been cleared by your bank.
DO YOU HAVE A SHOWROOM WE CAN VISIT?
Yes, we would be delighted to welcome you to the Galaxy Football showroom. It is situated within our main office at GalaxyPrint. See the contact us section of the website for further details. If you intend to visit then it is recommended that you make an appointment with our sales team, this will guarantee somebody is available to see you and we can confirm we have samples of the products/items you are interested in.
WILL YOU PRICE MATCH IF WE GET A CHEAPER QUOTE?
We believe that our prices are very competitive, both with local suppliers and internet suppliers, this is due to the fact that we are official agents for everything we sell with all products coming directly from the manufacturers, such as Prostar, Nike, Mitre etc. However, if you get a quote from another supplier that is cheaper then we would be happy to look at it for you. We cannot guarantee to match every quote but may be able to enlighten you as to why there is a difference.
CAN YOU SEND ME ANY BROCHURES?
All the information about products is included on this website. However, we appreciate there may be times when it is easier for you to have the actual printed brochure for that particular supplier. We are happy to post these to you, subject to availability – simply email a request to sales@galaxyfootball.co.uk